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Customer Service Representative

Ineos Group

Posted on: 23 Jan 2024

Job Location: League City, US

Job Description:

Company:
INEOS Oxide

Interested in joining a winning team? A team whose employees share in the ownership of the business and are empowered to make a difference?

Organizational context
and job purpose

INEOS Organization:

INEOS is a global manufacturer of petrochemicals, specialty chemicals and oil products. It comprises 15 businesses each with a major chemical company heritage. Its production network spans 65 manufacturing facilities in 16 countries throughout the world. INEOS products make a significant contribution to saving life, improving health and enhancing standards of living for people around the world. Its businesses produce the raw materials that are essential in the manufacture of a wide variety of goods: from paints to plastics, textiles to technology, and medicines to mobile phones - chemicals manufactured by INEOS enhance almost every aspect of modern life.

BUSINESS CONTEXT:

Ethylene oxide (EO) is an important building block for the preparation of a wide variety of EO derivatives (EODs), including various surfactants, as well as a host of other chemical intermediates including Glycol Ethers, Polyethlene Glycols, Ethanolamines, and Alkyl Alkanolamines.

INEOS Oxide is one of the world's leading producers of Ethylene Oxide (EO) and Ethylene Oxide Derivatives (EODs). We currently have a total EO capacity of 920 kta spread across three different production units throughout Europe. These units have leading cost economics, due to economies of scale, state-of-the-art technology, strategic locations, etc. Our recently announced EO project in the US is targeting the fast growing merchant EO market, building on our experience and leadership position in Europe.

Purpose of the Job:

The Customer Service Representative functions as support for the sales team for INEOS Oxide. The individual is responsible for order related transactions from receipt of the order through delivery and invoicing, as well as developing and maintaining a strong marketing relationship with the business and external customers. The successful candidate has knowledge of Customer Service policies, business strategies, financial awareness, inventory availability, and product and service quality.

Internal Factors:

Work cohesively with other INOVYN and INEOS departments, effectively communicating pertinent information.

External Factors:

Vendors and Customers: Effectively communicate and troubleshoot any problems or issues timely and efficiently.

Responsibilities AND Accountabilities

Order receipt and handling; receive orders from customers by phone, fax, and email for domestic, export, and import shipments handling Ethanolamines (EOA), ENB/VNB, PEG, MPEG, Butyl Acetate, Iso Butyl Acetate, TEG, Chlor, and Glycol Ethers EB
Order Types include export, import, direct, distributor, consignment, swaps, toll, and transfer orders
Serve as liaison between Marketing, Sales, Pricing Coordinator, Quality Assurance, Production, Supply Chain, and Logistics
Ensure all material movements are made with correct documentation and declarations, particularly on hazardous cargo; ensure legal requirements are met & delays and/or penalties are avoided
Initial new customer set up with the INEOS Oxide organization
Create and maintain Master Order for each customer delivery location
Process sales orders
Secure transportation equipment for customer sales orders through third party logistics
Coordinate import/export orders with freight forwarder, tank company, steamship, agent, and customs brokers
Inventory replenishment to contract terminals
Coordinate order activity with other internal/external departments to ensure on time delivery
Continuous follow up with order process assuring accuracy and customer satisfaction
Responsible for resolving customer complaints
Perform research to settle weight, price, and freight discrepancies and resolving customers' claims or disputes
Manage consignment inventory services to selected customers; manage customers' onsite inventory and replenishment as required by customers' production plans.
Maintain Quality Assurance by use of Corrective Action Management Process; monitor failures and develop processes to prevent failures
Improve external customer/internal supplier relationships and communications
Improve Customer Service processes in order to be more productive and efficient
Attend customer service staff meetings for updates on production and inventories that may have an affect on Customer Service processes
Accompany Seller to major customers, distributors, and out plants to improve customer/supplier relationships
Responsible for ensuring personal goals and objectives support Business goals and objectives
Monitor and trace railcar activity
Create and maintain file on each customer account
Work with Supply Chain on product availability
Work with Logistics on freight procurement
Work with freight fowarders on Export/Import shipments
Participate in on-call program

Skills/Competencies

Level of Education & Experience in general

High school diploma or equivalent
Previous related experience in chemical industry in one of the following functions:
- import/export
- sales
- marketing
- warehousing
- customer service

Technical Skills

Sound communication skills, both oral and written
Strong organizational skills
Proficient in but not limited to:
- Microsoft Excel
- Microsoft Word
- SAP

Behavioral Skills

Ability to handle multiple tasks and high levels of stress
Independent, highly motivated with strong interpersonal skills required
Analytical thinking, self-control, tenacity, thoroughness, interpersonal awareness, rational persuasion, concern for standards, and result oriented
Ability to work cooperatively with others as part of a team but can work autonomously with little direction
Strong service orientation towards clients, both internal and external

ADA Physical requirements, visual acuity requirements and environmental conditions

While performing the duties of this job, the employee is regularly required to sit and perform tasks requiring repetitive use of hands. The employee must occasionally walk, stand and travel by car, airplane or other means. Exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

Employee must have the ability to see written documents, computer screens, and to adjust focus.

Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication and to make discriminations in sound.

Work Environment: This job is performed mainly in a temperature controlled office environment.

PERFORMANCE INDICATORS

Order Accuracy
Invoice Accuracy
Customer Complaints

SHE Performance: Zero incidents
Departmental Goals & Objectives 99%
100% compliance:
ISO
OSHA
DOT
EPA
Meet all departmental annual training and progression goals as defined in annual performance assessment.

Our culture is one of honesty and integrity with an emphasis on safety, health and environmental performance. On our team, people are acknowledged for embracing new practices that help create real value for customers.

Apply

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